MSP L3 Remote Desktop Support Technician

Jobs via Dice; San Francisco (CA); Remote; USD 75,000; Full time

Job summary

A leading technology company seeks a Remote Tier 3 Helpdesk Support Technician with MSP experience. The role involves troubleshooting network issues, maintaining service desk KPIs, and providing exceptional client service. Candidates should have relevant certifications and 3-5 years of experience in a similar role.

Qualifications

• 3-5 years of Remote Desktop experience with MSP.
• 1+ year as an escalation technician.
• Familiarity with basic network infrastructure.

Responsibilities

• Maintain 6-8 TPD Closure Rate.
• Effectively resolve escalation tickets.
• Troubleshoot servers, switches, and firewalls.

Skills

Remote Desktop experience

Troubleshooting

Client service

Documentation skills

Root Cause Analysis

Education

Windows 10/11 certification

Office 365 certification

COMPTIA A+ certification

Network+ certification

Tools

Datto

Huntress

ConnectWise

Job description

Be among the first 25 applicants to apply for this opportunity and get AI-powered advice on this job and more exclusive features.

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Ledgent Technology, is seeking a Remote Tier 3 Helpdesk Support Technician with MSP Support experience. Apply via Dice today!

Job Details

• Location: 100% Remote
• Type: Direct Hire / FTE
• Experience: 3-5 years of Remote Desktop experience with MSP, 1+ year as an escalation technician
• Salary: $75k per year

Responsibilities

1. Understand Service Desk KPIs; maintain 6-8 TPD Closure Rate
2. Effectively resolve escalation tickets with Root Cause Analysis
3. Have advanced knowledge of basic network infrastructure (firewall) - SonicWall, Fortigate
4. Troubleshoot servers, switches, wireless, firewalls, and network components
5. Use RMM tools such as Datto and Huntress
6. Familiarity with ConnectWise and RMM platforms
7. Possess or be willing to obtain Windows 10/11, Office 365, COMPTIA A+, and Network+ certifications (strongly preferred)
8. Maintain strong documentation skills and provide exceptional client service

Application Instructions

If interested, please send your resume and contact number. We look forward to hearing from you.

Equal Opportunity Employment

All qualified applicants will receive consideration without regard to race, color, national origin, age, religion, sex, sexual orientation, gender identity, marital status, disability, medical condition, genetic information, pregnancy, or military/veteran status. We consider all qualified applicants, including those with criminal histories, in accordance with applicable laws.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industry: Software Development